Don’t let faulty electrical products give you a customer service shock
After Black Friday (week?!) and Cyber Monday and with many electrical bargains snapped up what do you do when an item is faulty? Do you take it back? Do you get fobbed off? Do you still use it?
It is National Consumer Week and a survey from Citizens Advice found 66% of people have had an issue with a faulty electrical item such as a TV, a mobile phone or a household appliance in the last two years. Just over half of people surveyed (53%) asked the retailer to provide a refund, replace the item or repair the product. But around one in four (28%) said the retailer turned them away, either redirecting them to the manufacturer or refusing to help. Only 61% of those who were initially turned away eventually got some form of redress after being persistent.
Emma Drackford, Head of Communications at Electrical Safety First, highlights the dangers of not returning faulty products. “We know that many people continue to use an electrical item, even when they are aware that it could be faulty or dangerous. Our research shows that only 10% to 20% people respond to a recall, despite the huge risks of electrical shock, fire or even death that faulty electrical items can present. We have seen cases of faulty products such as fake Nutribullets which have caught fire after several weeks or even months of use. If you’re aware that your product is fake, substandard or has been recalled we urge you to stop using it immediately and report the fault to the manufacturer or retailer. Seven in eight accidental fires of electrical origin are caused by products; continuing to use a faulty electrical product is simply too big a risk to take.”
Elizabeth Doyle-Davies plugged in her Amazon Kindle Fire charger overnight. It caught fire, causing huge damage to her home and meaning that the family to evacuate the house. This shows what can happen when using faulty electrical items.”
Helen Dewdney – The Complaining Cow consumer blogger, campaigner and author of How to Complain The Essential Consumer Guide to Getting Refunds, Redress and Results! is not surprised by the statistics. She hears many of the fob offs that retailers give consumers, “Take it back to the manufacturer” or “We will only replace the product” are extremely common. “Unless consumers are fully aware of their legal rights and assert them too many will get fobbed off by poor policy and untrained staff.”
So, what should you do if you have bought one of those faulty electrical items? “First and foremost know your rights” she says!
- Under the Consumer Rights Act those electrical items, should be as described, match the description, be of satisfactory quality and last a reasonable length of time. So if the item is in breach of any of these then up to 30 days you are entitled to a full refund. After this time you may have to accept a repair or replacement.
- Give a gift receipt. Your rights transfer to the recipient but remember the 30 day rule, so you may want to try the item first.
- Do not be fobbed off by “Take it to the manufacturer”. Your contract is always with the retailer who sold you the product.
- If you do not get a satisfactory response to your complaint try emailing the CEO about the issue. You can find their contact details on the ceoemail.com website.
- If you are still not happy with the reply, ask for a letter of deadlock or if after 8 weeks from the initial complaint, take it to the relevant Ombudsman. Many of the retailers selling electrical items are members of The Furniture Ombdusman so when purchasing items you can also look to see if the retailer is a member before you buy.
- You have the same consumer rights whether you buy in a shop or online. If a retailer says you have to pay return postage this is not correct! You may have to pay if you just change your mind (under the Consumer Contract Regulations 2013 – you can send items back for a full refund up to 14 days after receiving them).